We are always in a rush. Well at least most of us. And we are regularly accosted by people conducting a survey or some sort of analysis. The natural inclination is to brush the request aside, hopefully in a respectful manner, with the comment ”love to help ” sorry ” but too busy.” We don”t even ask what the survey is about, with the assumption it must be some kind of sales gimmick.
As air travellers we also like to complain, if only to ourselves, after all, the world is not a perfect place. Our grumble is usually directed at the airline, the airport, and sometimes even at security knowing full well that they are only doing their job and are usually the lowest paid workers at the facility.
Before Heathrow Terminal 5 became a name associated with airport chaos and lost bags (although we are assured that things are now very much better within BAA”s state of the art edifice) word had eventually got through to the government that all was not well with the air travel business. Travellers were getting increasingly grumpy.
Now it might have been that a particularly bright junior civil servant was not happy with the way our new major international gateway was shaping up and had put some wheels in motion. Or it could be argued that Ruth Kelly, the new arrival holding the transport portfolio, had spotted a way of getting the public on her side. No matter what, at the end of last November a letter found its way from the Secretary of State at the Department of Transport to Sir Roy McNulty, chairman of the Civil Aviation Authority (CAA) requesting a report on the ”through airport experience”.
Nine months later we have some action. Or at least the start of some action.
Last week the CAA confirmed that it has commissioned a survey to gain a better understanding of passengers” views and experiences of air travel in the United Kingdom. The survey, which has already started, is taking place at Heathrow, Gatwick, Stansted and Manchester airports.
We detail here the sort of information that the CAA is after:
Buying an air ticket
airline pricing practices, how informed passengers are of the total price they can expect to pay for their flight at the time of booking a ticket and how easy it is for passengers to compare across various flight and travel options.
the key factors that drive a passenger”s decision to purchase a ticket such as ticket price, airport location, flight times, and anticipated service quality.
the extent to which passengers consider service quality when they book a flight
the extent passengers are driving service quality in air travel when purchasing travel services.
Outbound airport experience: passengers” experience of key pinch points when travelling through the airport including:
Check-in
Security
Airport facilities and cleanliness
Helpfulness of staff
Boarding the plane
In flight experience: passengers will be asked about various aspects of the in flight service including:
Cabin quality
Onboard facilities
Helpfulness of staff
Inbound airport experience: passengers” experience of key pinch points when travelling back through the airport including
Disembarkation
Immigration ” waiting times
Baggage reclaim
Complaint handling: passengers” knowledge and experience of their rights when problems occur to the journey including
Knowledge of complaint handling process in air travel including government bodies to whom the passengers might complain
Satisfaction with industry complaint handling
The assessment is being be conducted in two stages: passengers being approached at airports and asked to assist in the survey, and then those willing to take part again are contacted when they return home from their journey for a telephone survey of no longer than 20 minutes. The more detailed inquisition by ”phone will help minimise any disruption to the passenger”s journey through the airport. But don”t expect someone from the CAA to approach you at the terminal. ORC International has been appointed to carry out the market research following a competitive tender process. It is their representatives that you will see. ORC was established in 1938 and is the global research unit of Opinion Research Corporation, an international research consultancy with offices in the UK, North America and Asia.
Prior to the public survey the CAA had written to key industry stakeholders operating at the four airports on the aims and objectives for the passenger study to gain their views.
Our plea to readers is very simple. We know that generally you are not keen on involving yourself with any kind of survey but for once please break a habit of a lifetime and co-operate. Your contribution will, it is true, be but a tiny percentage of the input, but every contribution helps. At least next time you complain about the parking, check-in, or long wait at immigration, you will be aware that someone is listening to you, and to many others as well.
Malcolm Ginsberg